AccountId: 011433970860
ContactId: 0d57afdc-3872-456c-9fc8-d5f379dac6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107459 ms
Total Talk Time (AGENT): 44819 ms
Total Talk Time (CUSTOMER): 49474 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0d57afdc-3872-456c-9fc8-d5f379dac6fc_20250610T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from McLarener or McLaren McCo Hospital. I'm sorry, um, I just wanted to verify if someone was active. I have you guys as a secondary policy, and I just wanted to verify the, uh, it was effective and active.
[AGENT][NEUTRAL] OK, I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, thank you. And your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much for [PII] and may I have that policy number?
[CUSTOMER][NEUTRAL] I have 01660278 ML7.
[AGENT][POSITIVE] Thank you very much. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much for the verification and you're calling for eligibility. Give me one second, I can help you with that, of course. Thank you. Uh, the member shows effective as of Ja You're welcome. I'm sorry. The member shows effective as of [PII], and this policy shows active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Please. Thank you.
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], and you guys are secondary, correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, alright, uh, is there a reference number for our call, [PII]?
[AGENT][NEUTRAL] Uh, no, but you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. I appreciate all your help.
[AGENT][POSITIVE] You're welcome, calling, and thank you so much for calling APL. You have a great day. You take care.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.